Service Desk Consultant

Service Desk Consultant

Job Summary

The Service Desk Consultant provides Tier 2 technical support, handling escalated tickets that require deeper diagnostic skills and cross-system knowledge. This role acts as a bridge between frontline associates and specialized engineering teams, contributing to process improvement, knowledge base development, and mentoring of junior staff.

Key Responsibilities

• Resolve escalated incidents involving operating systems, enterprise applications, networking, and endpoint security.
• Diagnose and troubleshoot issues across Windows/Mac environments, VPN, VoIP, mobile device management (MDM), and cloud collaboration tools.
• Administer and support Active Directory, Microsoft 365/Azure AD, Exchange, and endpoint management platforms (Intune, SCCM, JAMF).
• Own tickets end-to-end, coordinating with Tier 3, infrastructure, or vendor teams when further escalation is required.
• Create and maintain knowledge base articles, SOPs, and troubleshooting guides for Tier 1 staff.
• Mentor and coach Service Desk Associates on troubleshooting techniques and customer communication.
• Analyze ticket trends to identify recurring problems and recommend proactive fixes or automation opportunities.
• Support IT projects such as system migrations, software rollouts, and hardware refresh cycles.
• Ensure adherence to SLAs, ITIL-aligned incident/problem/change management processes, and documentation standards.
• Participate in on-call or after-hours support rotations as needed.

Required Qualifications

• Bachelor's degree in IT, Computer Science, or related field, or equivalent professional experience.
• 35 years of progressive experience in technical/help desk support.
• Solid working knowledge of Windows Server/Client OS, networking fundamentals (TCP/IP, DNS, DHCP, VPN), and Microsoft 365 administration.
• Experience with remote support tools and endpoint management platforms.
• Strong analytical and troubleshooting skills with the ability to manage competing priorities.
• Excellent verbal and written communication skills, including the ability to explain technical concepts to non-technical users.

Preferred

• Experience supporting hybrid/remote workforces and cloud-based collaboration tools (Teams, SharePoint, Zoom).
• Exposure to scripting/automation (PowerShell, batch scripting) for routine task automation.
• Familiarity with ITSM frameworks and change/problem management processes.
• Basic understanding of cybersecurity best practices (phishing identification, endpoint protection).

Core Skills & Competencies

• Advanced troubleshooting and root-cause analysis
• Cross-platform technical proficiency (Windows, Mac, mobile)
• Mentoring and knowledge transfer
• Process documentation and continuous improvement
• Stakeholder communication and expectation management

Certifications

• CompTIA Network+ or Security+ (preferred)
• Microsoft 365 Certified: Modern Desktop Administrator Associate (a plus)
• ITIL Foundation certification (preferred)